Plymouth Housing Group
Lead Residential Specialist
Plymouth Housing Group, Seattle, Washington, us, 98127
JOB SUMMARY
The Lead Residential Specialist (Lead RS) supports Plymouth residents by working as part of an onsite Permanent Supportive Housing (PSH) team committed to supporting resident well-being and assists in maintaining high quality service delivery based on the values inherent in Plymouth’s mission, the principles of cultural proficiency, the tenets of harm reduction and trauma-informed care, and the ‘housing first’ philosophy. Specific tasks related to this position (but are not limited to) include providing mentorship, support, and guidance to Residential Specialists, and serves as their first point of contact for questions, supports the RS team in its overall stewardship of the property and approach to resident services and ensures a 24/7 staff presence and helps foster a sense of community. This position supports all functions in the office lobby, provides assistance to residents and helps maintain a safe and clean building environment. Work Schedule:
This position can work extra hours and/or different shifts as needed due to staff illness, no shows, vacations, and open positions to maintain building coverage and operations. At times this schedule adjustment can be mandatory. ESSENTIAL JOB FUNCTIONS
Lead Residential Services Responsibilities
Assists building leadership team in coordinating the daily operations of the site, including helping to secure staff and shift coverage for the front desk. This includes scheduling staff and managing shift selection processes according to union and Plymouth protocol.
Provides mentorship and support to the RS team by:
Assisting with onboarding, training and guidance.
Modeling excellent customer service.
Coaching the RS team in documentation and logging that meets company standards.
Ensuring that policies and procedures are implemented consistently.
Collaborates with building team, playing a key role in identifying and communicating specific RS support strategies for tenant’s housing stability plans.
Ensures communication and team building among Residential Specialists across shifts; ensures swing and overnight shifts are engaged with building happenings.
Collaborates with building team to ensure that tenant resources available at the front desk are relevant and up to date.
Assists in coordinating and conducting building events and activities, as needed.
Assists Property Management team with recertifications, annual reviews, and other processes, as needed.
Generates/inputs select maintenance work orders as needed. Assess and troubleshoot maintenance needs during afterhours or weekends, as needed.
Conducts monthly preventative pest control/treatment inspections; facilitate heat treatment of tenant belongings as needed.
Rotates with the Lead Housing Case Manager and serves as back-up to the Residential Services Manager during their absence.
Provides a safe, sanitary environment in the buildings for tenants and staff.
Tenant Services
Operates all functions in the front lobby office, including checking and logging visitors in and out, answering telephones and monitoring security systems, directing vendors, and reading and replying to emails.
Collaborates and works alongside internal stakeholders in providing effective support and resources, acts as a liaison between Plymouth residents and external service providers, conducts ongoing outreach to all residents and provide resources to residents as needed, welcomes all new residents into a safe environment, while always showing supportive cohesive services in all spaces and at all times.
Collaborates and problem solves with Housing Case Managers and Community Specialist to take actions that align tenant services around resident goals; contact outside services providers as necessary.
Supports and builds strong community relationship with all residents in creating a welcoming environment through creative, and resourceful strategies that build trust and confidence:
Support the well-being and housing stability by helping and educating tenants with access to resources and engaging them in learning life skills needed to navigate life's challenges.
Answer resident questions, address complaints and provide residents supportive, coaching and follow-up.
Partner and problem solve with creating plans that address concern or issues.
Assists tenants with unit services and can include but not limited to, re-entry into individual units.
Mediates conflict using de-escalation, conflict mediation and other techniques as needed.
Supports offsite property management through posting notices, outreaching/communicating with tenants, assisting with submitting work orders, and receiving rent payments.
Provides support, guidance and oversight as directed by the Residential Services Manager for all volunteers and interns.
Building Security and Safety
Maintains building security at all times by monitoring and following all building/staff safety and emergency procedures, including use of radios, according to Plymouth policies.
Maintains safety and security by monitoring all general access areas, including for unauthorized guests, and informs RSM of any violation of program rules; intervene on tenants’ behalf to remove unauthorized guests, including calling 911.
Conducts regular safety/floor checks and promotes a safe, positive, and sanitary environment for residents and staff.
Intervenes in crises, responds to emergencies, and initiates action as required, including contact with emergency response systems while focusing on the tenets of harm reduction and trauma-informed care.
Janitorial and Light Maintenance
Perform light janitorial and maintenance tasks in all areas of facilities, including, but not limited to, individual units, common areas, front office, restrooms, trash rooms, equipment rooms, sidewalks.
Facilitates access to building areas for contractors, repair and service representatives and vendors.
Assist with pest control, including heat treatment for bedbugs.
Moves building and unit furniture, as needed.
Administrative
Assist with general support as needed (examples: faxing, distributing mail, making copies, etc.).
Checks all radios at the start and end of all shifts.
Ensure significant events involving residents and building operations activities are recorded accurately in daily log and all necessary information during shift, reads log daily at start of shift; maintains and or assists with other program documentation as needed i.e., Incident Reports.
Maintains confidentiality and privacy of residents and compliance with regulatory requirements when assisting in gathering resident information. Attends staff and team meetings. Participates in regular supervision meetings.
Practices a cooperative work approach and promotes teamwork among co-workers.
Other
Performs other duties as assigned by Site Director or Residential Services Manager.
Live-in Responsibilities
As a condition of employment in a Live-In position you must reside in a designated unit in the building where you work in addition to other criteria requirements that will be met to be considered a tenant while employed at Plymouth Housing.
Maintain safety and report any resident activities and building issues of concern observed during time-off to the Site Director.
Acts a first responder to building emergencies as needed i.e., fire alarm and blackout and assists staff on-shift.
Assists staff upon request to provide back-up with emergency response system.
ESSENTIAL JOB QUALIFICATIONS
Education : High school diploma, GED certificate or equivalent combination of education and relevant work experience.
Experience : Previous customer service experience is required.
Minimum two (2) years working in housing/property management in a front desk, customer-facing position, or on-site support, at least one of those years working in settings housing individuals with experiences with homelessness.
Minimum three (3) years working with homeless and low-income individuals, including persons living with mental and physical illnesses, chemical dependency/addictions, disabilities, HIV/AIDS.
Knowledge, Skills and Abilities :
Committed to working toward diversity, equity, and inclusion in providing services to tenants and working with Plymouth staff. Able to communicate and work effectively with a diverse group of voices in support of Plymouth’s goal of being an anti-racist organization.
Direct experience in communicating effectively with tenants and the public.
Demonstrated ability to model de-escalation techniques, and to stay calm and work effectively in a dynamic and potentially challenging environment, including working with individuals demonstrating the effects of trauma, substance use or behavioral health challenges.
Demonstrated ability to coach and lead a team of peers and near peers.
Demonstrated leadership and teaming experience resulting in accomplishing goals and tasks.
General knowledge of resources and services that are relevant to resident populations.
Self-motivated and ability to solve problems creatively.
Ability to work independently as well as courteously and effectively in a team environment.
Excellent written and verbal communication skills.
Experienced with Microsoft Office applications Word and Outlook.
Demonstrated experience with Microsoft Office applications Word and Outlook, and ability to work efficiently and effectively with customized databases and technology, and conduct Internet research.
Highly organized with a high attention to detail.
Desired Qualifications :
Experience with diverse, low-income homeless or special needs population is desired.
Previous employment in social services, supportive housing, or mental health desired.
Direct mentoring or coaching experience desired.
For a full list of our benefits, please go to
https://plymouthhousing.org/benefits-staff/
Plymouth Housing is an equal opportunity employer. We recruit, hire, train and promote employees based on merit and business needs, and without regard for race, color, citizenship status, national origin, ancestry, gender, sexual orientation, age, weight, religion, creed, physical or mental disability, marital status, veteran status, military status, political affiliation, or any other factor protected by law.
#J-18808-Ljbffr
The Lead Residential Specialist (Lead RS) supports Plymouth residents by working as part of an onsite Permanent Supportive Housing (PSH) team committed to supporting resident well-being and assists in maintaining high quality service delivery based on the values inherent in Plymouth’s mission, the principles of cultural proficiency, the tenets of harm reduction and trauma-informed care, and the ‘housing first’ philosophy. Specific tasks related to this position (but are not limited to) include providing mentorship, support, and guidance to Residential Specialists, and serves as their first point of contact for questions, supports the RS team in its overall stewardship of the property and approach to resident services and ensures a 24/7 staff presence and helps foster a sense of community. This position supports all functions in the office lobby, provides assistance to residents and helps maintain a safe and clean building environment. Work Schedule:
This position can work extra hours and/or different shifts as needed due to staff illness, no shows, vacations, and open positions to maintain building coverage and operations. At times this schedule adjustment can be mandatory. ESSENTIAL JOB FUNCTIONS
Lead Residential Services Responsibilities
Assists building leadership team in coordinating the daily operations of the site, including helping to secure staff and shift coverage for the front desk. This includes scheduling staff and managing shift selection processes according to union and Plymouth protocol.
Provides mentorship and support to the RS team by:
Assisting with onboarding, training and guidance.
Modeling excellent customer service.
Coaching the RS team in documentation and logging that meets company standards.
Ensuring that policies and procedures are implemented consistently.
Collaborates with building team, playing a key role in identifying and communicating specific RS support strategies for tenant’s housing stability plans.
Ensures communication and team building among Residential Specialists across shifts; ensures swing and overnight shifts are engaged with building happenings.
Collaborates with building team to ensure that tenant resources available at the front desk are relevant and up to date.
Assists in coordinating and conducting building events and activities, as needed.
Assists Property Management team with recertifications, annual reviews, and other processes, as needed.
Generates/inputs select maintenance work orders as needed. Assess and troubleshoot maintenance needs during afterhours or weekends, as needed.
Conducts monthly preventative pest control/treatment inspections; facilitate heat treatment of tenant belongings as needed.
Rotates with the Lead Housing Case Manager and serves as back-up to the Residential Services Manager during their absence.
Provides a safe, sanitary environment in the buildings for tenants and staff.
Tenant Services
Operates all functions in the front lobby office, including checking and logging visitors in and out, answering telephones and monitoring security systems, directing vendors, and reading and replying to emails.
Collaborates and works alongside internal stakeholders in providing effective support and resources, acts as a liaison between Plymouth residents and external service providers, conducts ongoing outreach to all residents and provide resources to residents as needed, welcomes all new residents into a safe environment, while always showing supportive cohesive services in all spaces and at all times.
Collaborates and problem solves with Housing Case Managers and Community Specialist to take actions that align tenant services around resident goals; contact outside services providers as necessary.
Supports and builds strong community relationship with all residents in creating a welcoming environment through creative, and resourceful strategies that build trust and confidence:
Support the well-being and housing stability by helping and educating tenants with access to resources and engaging them in learning life skills needed to navigate life's challenges.
Answer resident questions, address complaints and provide residents supportive, coaching and follow-up.
Partner and problem solve with creating plans that address concern or issues.
Assists tenants with unit services and can include but not limited to, re-entry into individual units.
Mediates conflict using de-escalation, conflict mediation and other techniques as needed.
Supports offsite property management through posting notices, outreaching/communicating with tenants, assisting with submitting work orders, and receiving rent payments.
Provides support, guidance and oversight as directed by the Residential Services Manager for all volunteers and interns.
Building Security and Safety
Maintains building security at all times by monitoring and following all building/staff safety and emergency procedures, including use of radios, according to Plymouth policies.
Maintains safety and security by monitoring all general access areas, including for unauthorized guests, and informs RSM of any violation of program rules; intervene on tenants’ behalf to remove unauthorized guests, including calling 911.
Conducts regular safety/floor checks and promotes a safe, positive, and sanitary environment for residents and staff.
Intervenes in crises, responds to emergencies, and initiates action as required, including contact with emergency response systems while focusing on the tenets of harm reduction and trauma-informed care.
Janitorial and Light Maintenance
Perform light janitorial and maintenance tasks in all areas of facilities, including, but not limited to, individual units, common areas, front office, restrooms, trash rooms, equipment rooms, sidewalks.
Facilitates access to building areas for contractors, repair and service representatives and vendors.
Assist with pest control, including heat treatment for bedbugs.
Moves building and unit furniture, as needed.
Administrative
Assist with general support as needed (examples: faxing, distributing mail, making copies, etc.).
Checks all radios at the start and end of all shifts.
Ensure significant events involving residents and building operations activities are recorded accurately in daily log and all necessary information during shift, reads log daily at start of shift; maintains and or assists with other program documentation as needed i.e., Incident Reports.
Maintains confidentiality and privacy of residents and compliance with regulatory requirements when assisting in gathering resident information. Attends staff and team meetings. Participates in regular supervision meetings.
Practices a cooperative work approach and promotes teamwork among co-workers.
Other
Performs other duties as assigned by Site Director or Residential Services Manager.
Live-in Responsibilities
As a condition of employment in a Live-In position you must reside in a designated unit in the building where you work in addition to other criteria requirements that will be met to be considered a tenant while employed at Plymouth Housing.
Maintain safety and report any resident activities and building issues of concern observed during time-off to the Site Director.
Acts a first responder to building emergencies as needed i.e., fire alarm and blackout and assists staff on-shift.
Assists staff upon request to provide back-up with emergency response system.
ESSENTIAL JOB QUALIFICATIONS
Education : High school diploma, GED certificate or equivalent combination of education and relevant work experience.
Experience : Previous customer service experience is required.
Minimum two (2) years working in housing/property management in a front desk, customer-facing position, or on-site support, at least one of those years working in settings housing individuals with experiences with homelessness.
Minimum three (3) years working with homeless and low-income individuals, including persons living with mental and physical illnesses, chemical dependency/addictions, disabilities, HIV/AIDS.
Knowledge, Skills and Abilities :
Committed to working toward diversity, equity, and inclusion in providing services to tenants and working with Plymouth staff. Able to communicate and work effectively with a diverse group of voices in support of Plymouth’s goal of being an anti-racist organization.
Direct experience in communicating effectively with tenants and the public.
Demonstrated ability to model de-escalation techniques, and to stay calm and work effectively in a dynamic and potentially challenging environment, including working with individuals demonstrating the effects of trauma, substance use or behavioral health challenges.
Demonstrated ability to coach and lead a team of peers and near peers.
Demonstrated leadership and teaming experience resulting in accomplishing goals and tasks.
General knowledge of resources and services that are relevant to resident populations.
Self-motivated and ability to solve problems creatively.
Ability to work independently as well as courteously and effectively in a team environment.
Excellent written and verbal communication skills.
Experienced with Microsoft Office applications Word and Outlook.
Demonstrated experience with Microsoft Office applications Word and Outlook, and ability to work efficiently and effectively with customized databases and technology, and conduct Internet research.
Highly organized with a high attention to detail.
Desired Qualifications :
Experience with diverse, low-income homeless or special needs population is desired.
Previous employment in social services, supportive housing, or mental health desired.
Direct mentoring or coaching experience desired.
For a full list of our benefits, please go to
https://plymouthhousing.org/benefits-staff/
Plymouth Housing is an equal opportunity employer. We recruit, hire, train and promote employees based on merit and business needs, and without regard for race, color, citizenship status, national origin, ancestry, gender, sexual orientation, age, weight, religion, creed, physical or mental disability, marital status, veteran status, military status, political affiliation, or any other factor protected by law.
#J-18808-Ljbffr